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Unit 14 Learning Aim C (Investigating Customer Service)P4,P5,P6,m3,d3
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Unit 14 Learning Aim C (Investigating Customer Service) P4,P5,P6,m3,d3
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UNIT 14 (WHOLE)Investigating customer service
sales it generates. Another advantage is that employees will be more efficient. Not
only will this increase production, but it will also increase employee satisfaction.
Employees that are confident to perform their job will be more likely to assist
consumers in resolving any problems. The benefit would be that employees would
be less likely to leave the company. If Asda starts to lose staff, they will start to lose
revenues, and many people would lose interest in the company.
It is more crucial for Asda to improve customer service. Asda customers are the
people who buy their products and on whom the company depends massively for
their revenue. Consumers who are dissatisfied will avoid buying with the company,
and Asda does not want to lose any customers. The loss of a customer will
eventually result in a loss of sales, putting the company in serious financial
problems.
Learning Aim C
Communication
Communication refers to how a business interacts with their customers.
Communication is essential for every business to do with their customers in order to
make them loyal and impulsive customers. Asda communicates with their customers
to creates a friendly atmosphere and customers are more likely to make repetitive
purchases, resulting in Asda to see an increase in revenue and customers retention
as communicating with customers could lead business to see more customers as the
customer spreads the brand name and more customers come to the store to buy
products. Asda communicates with their customers in many ways such as face to
face communication,written, email or other electronic media, and telephone
communication to reach their customers and provide good customer service.
Methods of communication
In this section I will be explaining different types of communication methods that
businesses use to communicate with their customers in order to build trust and
transparency. Following are the methods of communication;
Face to face communication
Face to face communication indicates that the two people are interacting with each
other while being visible to each other. Asda uses face to face communication skills
for their customers so they can express their issue with them easily and resolve their
disputes and complaints which enhance Asda’s productivity and build relationships
between customers. It is a beneficial method of communicating with customers as
they can discuss and obtain information they need.
Written communication
Written communication refers to sending or giving
information or messages to someone by a letter,
, UNIT 14 (WHOLE)
Investigating customer service
leaflets and reports. Asda use written communication with their customers by using
leaflets and posters in order to develop and enhance their brand’s image which can
be sent to many people at once, it is easy and cheap way to communicate with
customers, Asda offer discounts, coupons and offers when sending posters and
leaflets to their customers in order to attract customers by offering discounts which
may encourage customers to visit Asda store make purchases with reasonable
prices. By written communication Asda gets loyal customers which increase their
brand name.
Email or other electronic media
Any kind of communication that is broadcasted,
communicated, saved, or watched via electronic
media, such as computers, phones, email, and
video conferencing, is considered electronic
media communication. Asda uses Email and
electronic media technology such as computers,
emailing and phone calls to communicate with
their customers. It is beneficial for Asda to use
email or other electronic media to interact with
their customers as it is a fast and easy way for
Asda without spending any cost which helps
them increase their sales and profitability.
Emailing customers helps Asda and their
customers to resolve their issues and to give
them important information about their products
and services. This allows Asda to keep record of
their customers' responses and their issues they are having so they will make sure
that their customer will not get that problem again.
Telephone communication
Asda uses telephone communication to speak to their customers. This is beneficial
for Asda to use telephone as a communication method as it allows customers to tell
their problems and ask general information quickly which can be made from
anywhere whether customers are in the city or outside the city they can
communicate with Asda through telephone. This is a feasible way for customers to
use the telephone because nowadays everyone knows how to use phones and
make calls, customers' internet based calls can be free.
Verbal communication
Verbal communication is any communication that uses words to share information
with others. For example Asda communicates with their customers and employees
through verbal communication. It is beneficial for Asda to use verbal communication
with their customers and employees because, through active listening skills
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